Account Issues: Login, Verification & Help

Most account problems come down to a password reset or a verification hiccup — both are quick to fix, and support is always one message away if you're stuck.

Resetting your password

1. On the login screen, tap Forgot password?

2. Enter the email address associated with your account.

3. You'll get a reset link by email — it expires after a set window, so use it promptly.

4. Set a new password and log back in.

If you don't receive the email within a few minutes, check your spam folder before contacting support — it's the most common reason a reset "doesn't arrive."

Verification stuck or failed

Every guest verifies their driver's license and identity before booking — a valid, non-expired government-issued license plus a selfie match through our identity verification partner. If verification is stuck or comes back failed, it's almost always one of these:

License photo quality. Blurry, glare, cropped edges, or a photo taken at an angle can all cause a rejection. Retake it in good lighting, flat on a surface, with all four corners and all text clearly visible.
Selfie mismatch. The selfie step compares your face to your license photo. Poor lighting, sunglasses, hats, or a selfie taken from an unusual angle can cause a false mismatch — retake it facing the camera directly in even lighting.
Name mismatch. If the name on your license doesn't match the name on your Carvia account (a recent legal name change, a nickname used at signup, or a typo), verification will flag it. Update your account name to match your license exactly, or contact support if you have a legal name change that needs manual review.

To retry, go to Account > Verification and resubmit the flagged step. Most retries clear within a few minutes; if a mismatch keeps failing after a careful retry, it likely needs a manual review from our support team rather than another automated attempt.

Other common account issues

Can't update your profile info (phone number, payment method) — check Account Settings; most fields update instantly, though a phone number change may require a new verification code.
Booking blocked with no clear reason — this is usually tied to an incomplete verification step rather than an account-wide block. Check Account > Verification for anything marked incomplete.
Suspicious activity or a login you don't recognize — change your password immediately using the reset flow above, then contact support so we can review your account's recent activity.

How to contact support

Reach Carvia support two ways:

In-app chat — the fastest path for most issues, since our team can see your account and trip details directly.
Email — support@carvia.app, for anything you'd rather document in writing or that started outside the app.

What to have ready when you contact us

Having the following on hand gets you a faster, more accurate answer on the first reply instead of a back-and-forth:

The email address on your account.
The specific error message or screen you're seeing (a screenshot helps a lot).
If it's trip-related, the trip ID or dates in question.
If it's a verification issue, which step failed (license, selfie, or name match) and what you've already tried.